Job Description :

- To manage performance of the Pioneer Lobby Branch and Service RM team to improve the quality and handling of customer service interactions across defined KPI metrics.

- Take complete ownership of all Affluent Clients especially Pioneer clients in the region / area and leverage the existence of the branch to reach out and engage them

- Fully responsible for building the Pioneer Branch's Balance Sheet from start by acquiring high quality Affluent clients through Pioneer program using both branch staff as well as the Affluent RM teams of the location and the PAT teams tagged to the branch

- Ensuring to build and deepen relationships with existing Customer base by focusing on Family Grouping/household penetration.

- Ensure that Exceptional service standards are maintained in the Pioneer branch by the Service RMs, DBM when handling clients / their representatives who visit the branch

- Ensure all Service Delivery metrics are maintained in Top Rating standards i.e. in the highest rating slab for service

- Ensuring seamless handling & processing of all Financial & Non- Financial transactions pertaining to affluent clients in the branch

- Ensure that the Pioneer Branch retains the world class aesthetics and ambience through strictly monitored and well managed maintenance, upkeep and periodic checks for equipment, infra and other dcor elements.

- Responsible for the Branch efficiency and P & L - manage revenue & cost of operations

- Ensure 100% Compliance to all regulatory and auditory requirements, and ensuring that the Branch secures Top grade Mthly BMMC audit rating as well as Low Risk Audit outcome consistently with Zero Ops loss

- Micro manage to ensure carrying out cash transactions/ vault operations/ ATM upkeep/ Voucher submission / register maintenance/ Lobby Management etc. is done as per Bank's laid down Audit, process & compliance (These are only applicable to Pioneer Lobby).

- Recruiting, onboarding, training and monitoring the SRMs so that the branch is fully resourced at all times

- Will be responsible of Affluent Customers' Service delivery on the following metrics :-

- FTR% of cases initiated by Service RMs.

- TAT adherence for Complaints as well as Requests for all Affluent clients

- Welcome Calls / On-boarding completion of new and upgraded clients within TAT along with meeting the expected standards.

- Ensure Service coverage happens as a daily rigour basis the laid down process of coverage priority

- Monitor BSC and provide performance improvement support to the struggling resources via Trainings, better understanding of role and responsibilities etc.

- Monitor Daily account Balances and maintain book stability through immediate client intervention on accounts which demonstrate balance depletion / attrition propensity.

- Continuously sharing and imparting process rollouts, process changes, regulatory and compliance related norms and circulars as knowledge upgrade to the Service team

- Drive Higher Customer activation on Digital transactions, better Digital penetration, sticky products penetration and increased usage of Affluent program benefits by customers.

- Ensure timely as well appropriate closure and follow ups of all campaigns assigned to the Branch Service team with conversion results better than benchmark expectations

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